Technical Support Analyst

This role at Motorola Solutions involves providing expert technical support for Avigilon Alta Video and Access, a cloud-managed security solution. Responsibilities include resolving client issues related to software, hardware, and network problems through troubleshooting, diagnostic tools, and log analysis. The analyst will manage inbound support inquiries via various channels, ensure exceptional customer experience, contribute to a Knowledge Centered Service (KCS) environment, and thoroughly document support cases. Collaboration with team members and escalation of unresolved issues are also key, along with supporting installation partners.

Must Have

• Provide expert technical support for Avigilon Alta Video and Access systems
• Resolve client issues related to software, hardware, and network problems
• Manage inbound support inquiries via phone, email, chat, etc.
• Document troubleshooting steps and manage tickets in CRM
• Collaborate with team and escalate unresolved cases
• 1+ years of Technical Support experience
• High School Diploma or equivalent
• Legal authorization to work in the U.S. indefinitely

Good to Have

• Experience with access control systems or video management systems
• Knowledge of Windows Server
• Technical certifications (CompTIA A+, CCNA, etc.)
• Strong communication and interpersonal skills
• Ability to multitask and work independently
• 1+ years of experience supporting enterprise-level applications in a Windows, Mac, or Linux environment

Perks & Benefits

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave

This role involves providing technical support for Avigilon Alta Video and Access, a cloud-managed security solution. You'll be responsible for resolving client issues related to software, hardware, and network problems by troubleshooting, using diagnostic tools, analyzing logs, and replicating customer issues. This includes supporting video security systems and access control systems, specifically responding to inquiries from both installation partners and end customers via various channels (phone, email, tickets, chat). Experience with legacy access control systems and installation/support is highly beneficial. You will report to the Manager and focus on delivering exceptional customer service.

Key Responsibilities:

• Provide Expert Technical Support: Deliver comprehensive technical support for Avigilon Alta Video and Access systems, encompassing hardware, cloud software, mobile applications, key cards, and system integrations (video management, wireless locks, etc.). This includes supporting basic wiring and peripheral door hardware.
• Ensure Exceptional Customer Experience: Manage inbound support inquiries via various channels (phone, email, chat, WhatsApp, SMS, Partner Portal, Support Community), ensuring timely and professional responses. Proactively make outbound calls to customers and provide ongoing support throughout the case lifecycle.
• Drive Self-Service Solutions: Contribute to a dynamic Knowledge Centered Service (KCS) environment by creating new Knowledge Base (KB) articles, updating existing ones, and attaching relevant articles to support cases. Empower customers with resources for self-troubleshooting and problem resolution.
• Document and Manage Support Cases: Thoroughly document step-by-step troubleshooting performed in support cases within the Support CRM system. Accurately manage tickets via our ticketing system to ensure proper tracking and resolution.
• Collaborate and Escalate Effectively: Collaborate with team members to resolve issues and escalate unresolved cases in a timely manner. Ensure smooth transitions and knowledge sharing within the support team.
• Contribute to Project Work: Undertake project work as needed by the department Manager to enhance support processes and customer experience.
• Support Partner Success: Provide over-the-phone/web support to our installation partners, enabling them to successfully install and service our systems at customer locations.

Documentation, Collaboration, and Training:

• Engage in Comprehensive Training: Actively participate in internal training sessions conducted by Senior Support/Escalations and Development teams. Leverage the demo lab and beta environment as practical test beds to solidify learning.
• Seek Continuous Development: Utilize opportunities to learn and grow by engaging with various internal stakeholders, including Product, Sales, and Leadership, through internal technical support assistance via platforms like Slack and Google Meet.
• Contribute to Knowledge Sharing & Growth: Collaborate with fellow technical support members, sharing information and insights through internal Confluence pages, Knowledge-Centered Service (KCS) resources, and Frequently Asked Questions (FAQs) to foster a culture of learning and continuous improvement.
• Actively Enhance the Knowledge Base: Create, edit, and submit internal Knowledge-Centered Service (KCS) articles to expand the knowledge base, ensuring future team members have access to updated and comprehensive information for ongoing learning and problem-solving.

Shift may include nights and/or weekends

Preferred Qualifications:

• Experience with access control systems or video management systems.
• Knowledge of Windows Server.
• Technical certifications (CompTIA A+, CCNA, etc.).
• Strong communication and interpersonal skills.
• Ability to multitask and work independently.
• 1+ years of experience supporting enterprise-level applications in a Windows, Mac, or Linux environment.

Target Base Salary Range: $48,000 - $55,000

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

• 1+ years of Technical Support experience.
• High School Diploma or equivalent.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!